Role Duties and Responsibilities:
Support call centre technology functions across multiple platforms. Responsible for the scheduling of the call centre resources. Responsible for call centre reporting and making recommendations to management on real-time staffing needs; analyse support metrics and identify trends. Responsible for monitoring, auditing and improving incentive plans and payments. You will have the ability to understand and interpret the data and regional objectives in a way that can be operationalised. Play a leadership role within the operations team for AU. Responsible for weekly reporting requirements in the AU region for sales, incentives, claims, partners, and other ad-hoc reports. Communicate and provide feedback effectively to the customer service team. Continuous benchmarking and implementation of call centre improvements. Responsible for specific daily, weekly, and monthly reporting requirements. Take ownership of reporting improvements with the goal to automate where possible. Assists the Regional Lead with product improvement, quote line testing and product changes. Drive the development and document business processes. Lead and participate in cross-functional project teams
Role Experience and Qualifications:
Call Centre Operations Experience (Preferred) Strong analytical background Experience in a fast-paced multi region environment Communication skills (Written & Verbal) Attention to detail and the ability to multitask Experience in supporting sales or operational environment Undergraduate business administration or commercial degree High level of skills across a broad range of technology platforms Broad operational experience will be a bonus
